Immigration officers are not allowed to reject passport renewals or first-time applications solely because the applicant failed to master the national language, said Immigration director-general Ruslin Jusoh.
“I would like to clarify that in fulfilling their responsibilities, immigration officers will conduct random checks in various aspects to verify applications.
“However, these checks must be conducted professionally and with courtesy,” he said in a statement today.
On Monday, a man expressed his disappointment in failing to renew his mother’s passport at the Urban Transformation Centre (UTC) in Komtar, Penang, because she could not speak Malay in a viral Facebook post.
Ruslin said the woman managed to renew her passport, which she retrieved from the Penang UTC office on the same day.
“The Immigration Department is committed to providing good customer service and always reminds the officers to assist customers according to the prescribed standard operating procedure,” he added.
The man claimed they went to the UTC on Sunday to renew his parents’ passports.
He said the renewal process for his father went smoothly, but they faced an issue with renewing his mother’s passport after staff told him she could not speak Malay despite being a citizen.
- Bernama
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